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Campaigns Enhancement for Multi-Product Users: Email Uniqueness

In your business, you might have customers that are users of multiple products. Now in Totango Campaigns, these multi-product users are deduplicated and each user will receive only one email. This enhancement will improve your email performance metrics and give more clarity around email deliverability.

For Totango Campaigns, the differentiation between a person and a user is crucial: a user is the embodiment of the person and is identified by his/her email address. For example, if a person uses several products, he will have a different user ID for every product he uses. Enterprise customers have multiple users in Totango due to the fact that they have a multi-product environment and account hierarchy. In order to create the right campaign impact without sending duplicate emails, Totango can now deliver one email campaign to one person. We call this Email Uniqueness.

Use Cases

I am a CSM responsible for 500 accounts, in a company with 10 different products. I am sending a campaign to increase users adoption by 20%. Since the same person has several user IDs (one for each product he used), I would like the person to get only one email from this campaign.

As a campaign manager, after a campaign was sent, I am able to analyze campaign results based on the people who engaged with my campaign (person-oriented analysis).

When a person clicks the "unsubscribe" link in the email campaign, he will not get any future email campaigns. Totango Campaigns will mark the person’s multiple users as unsubscribed.

As a Global Admin, I am able to upload a list of unsubscribe people, and Totango will make sure that all these people users are marked as unsubscribe.

Glossary

Person - the entity which represents the human. In Totango we refer to the person as a Unique user.

User - the person entity which is using a certain product or an application

Deduped user - a user in Totango which did not get the campaign because it was already sent to this person (another user with the same email)

Duplicated user - since a user can appear in Totango several times, we treat the first user as "user" and the others as "duplicated users". The "user" is the one which the campaign was sent to, and the "duplicated users" are the ones which were deduped from Campaigns.

Where to find it?

The campaign email uniqueness is embedded within Totango Campaigns and it is active for all customers by default.

Campaign Segment CreationWhen creating a campaign, in the campaign segment definition, you will be able to find out the number of all the duplicated users out of the target audience you defined.

Campaign Segment AnalysisPerson-oriented analysis is applied to email related stats: “Delivered”, ”Viewed”, ”Engaged” stats will count people (unique users). The number of duplicated users (the users which were deduped) will appear in the “other stats” section.

One of the most powerful features in Totango Campaigns is the ability to set a goal based on the user behavior, this goal in most cases is tied with a user activity (for example, number of logins for a new product, time spent in consuming a new feature, number of active days for increase adoption campaign, or completing a training campaign phase which is measured by training activities).Since the goal is related to a user activity, it measures the user and not the person’s actions (i.e the goal measures the activities of the user in regard to its account/product).

At the lower part of the campaign analysis page, you can review the users which got the campaign. You can easily spot the duplicated users and change the view to review unique users only.

User ProfileYou can review all the Campaigns a person received on the user profile Campaigns tab. A campaign will be marked as delivered if the person got the campaign (it will be marked for all the users related to the person). The goal achieved mark will appear only if this specific user met the goal criteria.

Account ProfileReview the Campaigns sent to an account on the Account Profile Campaigns tab. A campaign will be marked as delivered if at least one of the people belonging to this account got the campaign. The targeted values count all the people which got the campaign and belong to this account. The goal achieved mark will appear if one user from the specific account met the goal criteria.

SegmentsIt is advised to analyze campaign results on the campaign page. if you want to create a broader analysis combining campaign results and other filtering conditions you should use user or account segments.

Using the campaign-related filters in a segment is very useful for analyzing the campaign's broader effect on users and accounts performance. Campaign “targeted by” and “not targeted by” are person-level filters (includes all the person's user IDs, even the duplicated users).Campaign “Goal achieved” and “Goal not achieved” are user-level filters (include the users which actually achieved the goal, and can include duplicated users which achieved the goal).

Unsubscribe

When a person clicks the "unsubscribe" link in an email, Totango will open an unsubscribe page, after clicking on “Yes, unsubscribe now” Totango will immediately mark all the user IDs of this person as unsubscribe, and this person will not get any emails from Totango.

When a Global Admin uploads a list of unsubscribed people and their emails, Totango will start marking all the people in the list as unsubscribed. This process can take up to 3 hours and after the process is complete, a confirmation notification will appear to the Global Admin. You can always view your unsubscribe list of users in the campaign settings.

Please note, a person can resubscribe to Totango Campaigns by clicking the “unsubscribe” link in any email campaign he/she receives, then clicking the “resubscribe” button. This will change the subscription settings and the person will get email campaigns from Totango from that moment on.

Important Notes

Once using a "not targeted by campaign X" in the campaign segment definition, Totango will dedupe the users appearing in campaign X from the current campaign.

When creating a campaign which is based on a predefined segment (using the “In segment” or “Not in segment” conditions), Totango will not be able to dedupe the users, therefore you cannot use a predefined segment which contains a "not targeted by campaign” condition.

If you have any questions, please feel free to reach out to your CSM directly.